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HP Complaint

HP One of my worst customer service experiences ever.

Recently purchased a brand new HP computer and immediately experienced trouble with the disc drive. I phoned their help line, assuming someone could guide me through the troubleshooting process. They kept me on the phone for two hours (this, despite my suggesting that it might be better if I just bring it back and exchange it under warranty) and kept switching me back and forth between operators. The end result was my asking to speak with a manager, rather than be put on hold again. When the manager did pick up, he basically yelled at me. I'm not even exaggerating. He raised his voice almost immediately and stated that if I was having such a difficult time with my computer, then perhaps I should "go back to using a pencil".

I finally hung up on him. The end result was that I returned that computer to Best Buy (where I was treated very fairly, I might add) and purchased a Mac for a little extra money.

My only praise for HP is that their tech support team steered me to the Mac. Great work, guys!

Comments

I agree, the worst customer service and support I have experienced. I am done purchasing HP products, which seem to have value upfront, but when combined with service and support options, appear to be among the worst choice a consumer might make.

You are not alone and you are not wrong. This is a standard result of the HP way of doing business. And their standard excuse is that if only the customer could solve their own problems, HP would not have any.

Stand up for yourself and demand that HP stand behind their products. You go, girl!

I only hope that you wrote down the manager's name. Armed with that information, you can write the President of HP and tell him about your absolutely HORRIBLE experience with HIS Customer Service Department. Some disciplinary action should be taken. However, there are always two sides to every story, so HP will most defiantly have to take the manager's side into account.

Next time I suggest you ask to speak to yet another manager further up the managerial chain, again making sure to get someone's name/rank/and serial # being very specific about the exact conversation that has transpired. If enough consumers complain about the same manager for the same issues, HP or any other manufacturer for that matter cannot ignore the problem indefinitely.

As a consummate customer service professional myself, let me apologize for the less than stellar response you received from HP and all members of their customer service team with regard to your problem on this occasion. Customers, and their concerns and problems, should be carefully and professionally addressed with patience, empathy, and a sincere desire to resolve the issue to your complete satisfaction. After all, you are one of many persons that have/will make the company thrive or be a huge factor in their demise. It just makes sense to make sure they keep you coming back for more!